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Dublin, March 16, 2022 (GLOBE NEWSWIRE) — The “Global Call Center AI Market by Deployment Type, By End User, By Component, By Regional Outlook, Industry Analysis Report and Forecast, 2021-2027” report has been added to from offer.

The global call center AI market size is expected to reach USD 4.7 billion by 2027, with the market growing at 24.3% CAGR during the forecast period.

Call Center AI refers to the use of artificial intelligence in call centers to provide human-like services to customers with robotic assistance. In call centers, one of the most common uses of AI is to provide detailed data on call times and first resolution, as well as other metrics. These technologies can detect patterns and gain access to customer data, allowing them to determine whether customers are having a good or bad experience.

According to research conducted by Oracle, more than 80% of companies now use chatbots for customer service or aim to do so by 2020. Respondents cited 24-hour service, quick responses to inquiries, and solutions to easy questions as benefits of deploying AI.

In some cases, handling customer requests in real time can be a difficult task for a customer service representative, as customers may not understand the context of their request. This necessitated the development of better data analysis skills.

For example, with AI, previous customer interactions and chat data can be reviewed in seconds, and concise customer insights can be provided to the executive. Due to its significant in-house data scientists and analysts, Amazon, in partnership with its subsidiary Amazon Web Services, has developed specific algorithms aimed at assessing consumer wishes and offering accurate responses based on those needs. As a result, the global market is growing owing to the requirement for higher data analysis skills.

COVID-19 Impact Analysis

In the fourth quarter of 2019, the deadly COVID-19 emerged from the city of Wuhan in China and until the end of the first quarter of 2020, it emerged as one of the deadliest and most dangerous pandemics for the world. people and economies. COVID-19 has caused governments around the world to impose lockdowns in their countries, which has significantly shaken all industries around the world. However, due to the increased need for organizations to replace legacy infrastructure to implement a more flexible approach to customer engagement during the COVID-19 pandemic, the use of advanced call center software solutions exploded.

Because the use of call center software has grown despite unprecedented circumstances, the COVID-19 pandemic has had a positive impact on the expansion of the call center AI market. Companies have seen an increase in the need to replace legacy infrastructure in order to implement a more agile approach to customer engagement.

Market Growth Factors:

Growing demand for improved customer experience

Customer experience should be maintained by providing accurate and timely feedback. Customer experience is critical to the long-term success of a business. Call Center as a Service provides solutions that help provide proper customer support. By providing real-time data on customer queries, the service helps agents manage consumers efficiently. It displays customer information and purchase history in pop-up windows. This saves the agent time and allows them to quickly resolve the customer’s issue.

Benefits such as scalability, flexibility and cost reduction

Traditional on-premises call centers are significantly more expensive than cloud-based call centers. Businesses save money on overall expenses such as hardware installation and maintenance service fees by implementing AI solutions in a call center. Additionally, cloud-based services help reduce overhead, downtime, and energy consumption. It also offers an a la carte subscription model, which allows businesses to choose the plan that best suits their needs and budget. Web-based call centers are increasingly popular among businesses with minimal resources.

Marketing Restriction Factor:

Data Security and Privacy Risks

The call center has a large amount of data that is vulnerable to malicious attacks. Personal and confidential information, such as health information and credit card data, is stored in call centers. Internally and externally, there is considerable risk of data breaches and hacks. Internally, for example, the agent might leak information or be bribed to provide it. This poses a significant risk of privacy breaches. For example, in 2017, a data breach occurred at the insurance company LaunchPoint in the United States, when an employee of the company used his personal email to steal the health information of clients.

Main topics covered:

Chapter 1. Market Scope and Methodology

Chapter 2. Market Overview
2.1 Presentation
2.1.1 Presentation Market composition and scenario
2.2 Key Factors Impacting the Market
2.2.1 Market Drivers
2.2.2 Market constraints

Chapter 3. Competitive Analysis – Global
3.1 Cardinal Matrix KBV
3.2 Recent Industry-Wide Strategic Developments
3.2.1 Partnerships, collaborations and agreements
3.2.2 Product launches and product extensions
3.3 Main winning strategies
3.3.1 Key Primary Strategies: Percentage Breakdown (2017-2021)
3.3.2 Key Strategic Move: (2020 Product Launches and Product Extensions, Oct – 2021, Nov) Key Players

Chapter 4. Global Call Center AI Market by Deployment Type
4.1 Global Cloud Market by Region
4.2 Global Field Service Market by Region

Chapter 5. Global Call Center AI Market by End User
5.1 Global Telecommunications Market by Region
5.2 Global BFSI Market by Region
5.3 Global Travel and Hospitality Market by Region
5.4 Global Retail and e-Commerce Market by Region
5.5 Global Media and Entertainment Market by Region
5.6 Global Healthcare Market by Region
5.7 Global Other End User Market by Region

Chapter 6. Global Call Center AI Market by Component
6.1 Global Solutions Market by Region
6.2 Global Computing Platforms Market by Region
6.3 Global Services Market by Region

Chapter 7. Global Call Center AI Market by Region

Chapter 8. Business Profiles
8.1 Reliance Industries Limited (Jio Haptik Technologies Limited)
8.1.1 Company Overview
8.1.2 Financial analysis
8.1.3 Segmental Analysis
8.1.4 Research & Development expenses
8.1.5 Strategies and recent developments Product launches and product extensions
8.2 Artificial solutions International AB
8.2.1 Company Overview
8.2.2 Strategies and recent developments Partnerships, collaborations and agreements
8.3 Converseca, Inc.
8.3.1 Company Overview
8.3.2 Strategies and recent developments Partnerships, collaborations and agreements Product launches and product extensions
8.4 Rulai, Inc.
8.4.1 Company Overview
8.5, Inc.
8.5.1 Company Overview
8.5.2 Strategies and recent developments Product launches and product extensions
8.6 Typestream, Inc.
8.6.1 Company Overview
8.6.2 Strategies and recent developments Partnerships, collaborations and agreements Product launches and product extensions
8.7 Infosys Limited (EdgeVerve Systems)
8.7.1 Company Overview
8.7.2 Financial analysis
8.7.3 Sectoral and regional analysis
8.7.4 Research and development costs
8.7.5 Strategies and recent developments Partnerships, collaborations and agreements Product launches and product extensions
8.7.6 SWOT analysis
8.8 Avaamo, Inc.
8.8.1 Company Overview
8.9 Chat Desk
8.9.1 Company Overview
8.9.2 Strategies and recent developments Product launches and product extensions
8.10. NICE Ltd. (inContact, Inc.)
8.10.1 Company Overview
8.10.2 Financial analysis
8.10.3 Sectoral and regional analysis
8.10.4 Research and development costs
8.10.5 Strategies and recent developments Partnerships, collaborations and agreements Product launches and product extensions

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